Job Description:

Job Description:

From check-in and bag drop, to boarding gates and arrivals, as a Baggage Service Agent you’ll ensure our traveling customers are kept well-informed and are in the right place at the right time. Following safety, security, and airline-specific procedures, you’ll put our customers - and their customers’ needs at the heart of everything our AGI Baggage Service Agents do. This is a customer-facing role with a goal to providing first-class customer service to each traveler we encounter. If you are friendly, outgoing focusing on outstanding customer service, then let your career take off with AGI as a Baggage Service Agent!

Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry.

Job Responsibilities:

• Greet arriving passengers in the baggage claim area with a warm and welcoming demeanor. Provide them with relevant information and instructions regarding the baggage claim process, including where to pick up their luggage.
• Keep a close eye on the delivery of baggage to the claim area. Ensure that the baggage is delivered efficiently and timely. Address any irregularities that may arise during this process.
• Create and maintain baggage tracing files for lost, damaged, or pilfered baggage. This involves recording essential details related to each case and ensuring that the information is accurate and complete.
• Maintain regular contact with passengers who have filed baggage tracing claims. Keep them informed of the status of their cases until the issue is resolved and the file is closed.
• Investigate the circumstances surrounding lost or damaged baggage and coordinate the return of the items to passengers. Prepare bag delivery orders and arrange for the delivery of lost baggage, utilizing bag delivery services or other available means.
• Process and secure unclaimed baggage. Update trace records or create an on-hand record for these unclaimed items, ensuring proper documentation.
• Collaborate with ramp service personnel to ensure the efficient delivery of baggage and the resolution of missing baggage issues.
• Answer phone calls and promptly respond to messages from customers seeking information or assistance related to their baggage. Provide clear and helpful answers to their inquiries.
• Help passengers with Skycap requests, which may involve assisting with the transportation of baggage, providing wheelchairs, or offering other related services.
• Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security is never compromised.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods.
• Be flexible and willing to perform any other tasks or responsibilities as required by the company to meet operational needs.

Safety, Security and Compliance:

All AGI Team members have a responsibility and duty while at work to:

• Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work.
• Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.
• Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures.
• Conduct work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies.
• Attend training courses as may be required by AGI.

Physical Requirements:

• Must be able to lift/carry / push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.
• Must be able to stand for extended periods of time.
• Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment.

Knowledge, Skills, and Abilities

Appearance: Must be willing to wear uniform and insignia as prescribed by AGI. Personal appearance and grooming must present a favorable corporate image. 

Good communication skills: Baggage Service Agents must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew to coordinate the movement of passengers and handling of equipment and baggage. Tolerate and answer repetitious questions from passengers in a friendly, outgoing manner. Ability to speak and be understood in giving directions/information to passengers verbally and/or via overhead announcement systems.

Computer skills: Baggage Service Agents are required to use computer systems daily.

Critical thinking skills: Agent may be called upon to troubleshoot issues to assist passengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc.

Basic math skills: Must be able to process payment transactions for flight/seat upgrades, excess baggage fees, etc.

Time management skills: Baggage Service Agents must be able to manage their time effectively to complete tasks efficiently in a fast-paced environment. Must report to work on a regular and timely basis.

Qualifications

• Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.
• If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.
• Must complete SIDA training to obtain airport authority identification security.
• Preferred Qualifications - One+ year of relevant experience. Airline experience is preferred, and previous face-to-face customer service experience is also a plus.

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.